Ainsley Search Group is hiring a Customer Service Manager to join a Global Consumer Products Manufacturer located in the Montgomery County. This Customer Service Manager will report to the COO and lead a team of Customer Service Specialist to streamline the customer orders processing, optimize the order process from demand, distribution, warehouses, oversea plants and import/export, maintain and develop customer relations and ensure quality assurance of products, collaborate with finance, supply chain, procurement, logistics to ensure timely process of accounting, PO processing, purchasing, achieve highest accurate rate on order fulfillment with minimum operational cost across travel time, and inventory. This is a full-time, permanent leadership opportunity with lucrative base salary, bonus and competitive benefit, in addition, company would like to develop this individual to the senior level leadership in the near future.
Responsibilities:
- Report to COO and lead a team of Customer Service Specialists to streamline order processing for customer sales orders (e-commerce, wholesales, retails, B2B); staff, train and develop the team to deliver supreme customer service and order fulfillment.
- Collaborate with oversea manufacturing sites, suppliers, procurement, logistics, and distribution to optimize supply chain process, reduce travel time and increase order fulfillment rate on accuracy, quality, on-time and within budget metrics.
- Resolve customer complaints and supply chain bottleneck in an effective and timely manner, deliver corrective action to reduce recurring issue.
- Collaborate with S&OP team and other Supply Chain Team to achieve process improvement, reduce cost on transportation, travel time, and inventory and not jeopardize on-time order fulfillment.
- Maintain, develop customer relations; support troubleshooting sales order issues involving quality, delay, backordered, recall, identify root cause and support the implementation of corrective action and CI to reduce recurring errors .
- Work closely with Sales & Marketing team to ensure realistic expectation from new customers, properly set up new customers in the SAP system.
- Work closely with suppliers, oversea plants, and internal quality team to ensure quality on products, address customer quality issues timely and engage in root causes investigation with cross functional team.
- Attend management meetings and routine S&OP meetings, address potential bottlenecks, issues regarding customer accounts, sales order process, cost reduction, productivity, etc.
Qualifications:
- Bachelors Degree in Supply Chain, Logistics, Business or related field.
- Recent years of hands-on leadership experience within Logistics, Order fulfillment, Customer Account Management within e-commerce, retail, wholesale, CPG industry
- Solid knowledge in SAP and Excel
- Experience with global logistics and order fulfillment on regulated materials.
- Experience with S&OP preferred, strong in problem solving and analytical skills.
- Excellent in customer service skill, strong people and communication skills.
- Excellent in relationship building and negotiation skills.
- Ambition in advancing to senior level leadership role.
Compensation, bonus and benefit
- Competitive Base Compensation
- Annual targeted bonus
- 401k with match
- Paid health, dental and vision
- Paid life insurance
- Paid long-term/short-term disability
- PTO and Paid holidays